Horrible experience with management. We had to alter our stay because of a scheduled change… Hotels.com customer service was helpful, but we had to deal with the front desk as they were the ones who could make a decision about cutting a day from our reservation. Hotels.com customer service contacted the front desk, gave us the time they called and the name of the hotel employee who agreed to help us. When we went to the front desk, Michael said he got a call and didn’t like that he had to deal with Expedia/Hotels.com. Two minutes later, Michael flat out lied to us and suddenly told us no one had called him and he would not do anything to help us. He doubled down on the lie and said he had not received a single call all day from Expedia/Hotels.com. Very frustrating. Amy, the other employee, got yelled at by her manager when she called for guidance. The hotel absolutely had the ability to change our reservation with 24 hours notice, but refused to do so and blamed it on Expedia/Hotels.com. Nice new hotel because it opened 2 weeks ago (they failed to tell us the pool never was inspected and therefore was not available to us). I imagine this place will be a dump within a year given what we saw from management
